Intake Diversion Specialist

Description

We are seeking a passionate, outgoing, responsible, and experienced professional to join our Intake Team.

The ideal candidate will be a self‑motivated individual who is a creative problem solver. As the Intake Diversion Specialist, you will report to the Intake Line Manager and will be responsible for providing general crisis care to families calling the intake telephone line. Other responsibilities include conducting basic assessments to determine families’ shelter and referral needs and helping families identify potential housing solutions through a diversion conversation.

The Intake Diversion Specialist supports families in utilizing their own strengths to identify housing solutions and coordinates family information for all emergency shelter programs across King County so that families may have their shelter needs met as quickly as possible.

This is a full‑time, non‑exempt position. The hourly rate is $25.00/ DOE
. Schedule for this position is:

Monday - Friday 12:00 p.m. (noon) - 8:30 p.m.

• Answer a dedicated phone line for families calling to access homeless services; provide phone support for families as necessary to secure safe and stable housing, providing financial assistance where necessary
• Listen and collect information in a compassionate and trauma‑informed manner
• Respond effectively to callers, utilizing active listening skills, thorough assessment and problem‑solving techniques
• Administer screening tool to assess needs and determine eligibility for services
• Ensure documentation for each call is complete and accurate, including tracking financial assistance
• Enter data into multiple data collection systems and maintain accurate and confidential client records and electronic files and database systems
• Utilize motivational interviewing techniques to help families identify their strengths and assist to creatively identify solutions and alternate housing arrangements that quickly resolve their housing crisis
• Utilize clinical skills to rank families based on vulnerability
• Provide referrals as needed and connect callers with various services
• Assist in coordinating daily internal shelter placement
• Maintain good working relationships and strong partnerships with in‑house teams and other community providers to provide the best support for callers
• Maintain confidentiality regarding clients, personnel and other internal affairs of Mary’s Place
• Maintain accurate and timely statistics and documentation to meet program goals and contractual requirements
• Contact former Mary’s Place families to conduct quantitative surveys; accurately track and record data
• Participate in regular staff and team meetings
• Ensure all responsibilities are carried out and enforce Mary’s Place rules and policies

• High school equivalency required, college degree preferred; or equivalent experience
• 1+ years’ experience working in social services or related field; or equivalent experience working in a call center, shelter, social services or case management
• Experience working with homeless population strongly desired
• Proficient with Microsoft Office and Microsoft 365 applications
• Highly organized and attentive to detail, with excellent time management skills
• Ability to interact with callers in a respectful and compassionate manner and to create a positive experience over the phone
• Demonstrates sincere concern, caring and desire to provide excellent service to families in need
• Strong communication (listening, speaking and conversing) and documentation skills
• Basic knowledge of Housing First and Diversion principles desired
• Demonstrated problem solving, conflict mediation and crisis management skills
• Ability to work both as a part of a collaborative team and independently to manage tasks and deadlines
• Familiarity with HMIS data system and community resources for families experiencing homelessness preferred
• Demonstrated ability to learn new data systems quickly
• Commitment to racial equity and social justice
• Willingness and ability to work with people from a variety of racial, cultural, social and economic backgrounds with various lifestyles, sexual orientations and of all ages and genders
• Highly motivated,…